At best he purposefully made things more difficult than they had to be. She was absolutely right to think that he was a "bozo." I generally strive to make things as easy and painless as possible for service workers I deal with, because I've been a service worker. It wouldn't surprise me if he has never spent a day in his adult life working a service job.
Regarding whether this actually happened or not: did any notice that "small box" item is one of the few he doesn't actually explain and he's withholding information from us just like he did from the salesperson? It feels like a "look at me, I'm so very smart, watch me manipulate my audience" move.
His disdain for his readers is pretty obvious from the fact that he puts zero effort into readability; there isn't an drop of formatting, it's just a massive wall of text from edge to edge of the browser window.